Describe a time you faced a conflict at work. Describe how you addressed it and the outcome of your actions.
This assessment vendor aims to evaluate your interpersonal skills, how well you work with others, your emotional intelligence, and your communication and mediation skills. Often when a person reflects on a conflict situation, it is not uncommon for the emotions of that recalled moment to rise to the surface and be re-experienced with that memory. This could cause them to narrow their eyes, fold their arms, and furrow their brow. The assessment vendor's algorithm will study you for any such defensive cues while you recall your experience with a conflict at work.
When asked to 'Talk about a time when...,' it's important to remember that the hiring managers are looking for a specific story-based example that highlights your professional behavior in challenging interpersonal situations. The assessment model aims to evaluate your conflict resolution skills. How you answer should inform them whether you can handle and resolve such situations effectively, in an emotionally intelligent and professional manner, without escalating the issue, and in a way that aligns with their company culture.
"I was working with someone who'd recently experienced some personal tragedy in their life. They missed some work due to bereavement time. When they returned to work, they were reasonably sensitive and didn't have full command of their emotions. So when I had to deliver feedback for some mistakes they made in a report, I spent some time meditating on how to non-defensively deliver that feedback. Regardless, they grew quite defensive and started projecting some of their fears of judgment onto the feedback I delivered. I listened, asked them why they felt that way, and validated some of their concerns. I then explained the error made on the report and how I believed the mistake was made. I made suggestions on how to revisit those findings and correct them. I reminded them of the deadline and explained why it was prudent to address it with them. I then reiterated that it was solely about getting the job done right, with accountability, and ahead of the deadline. I empathized with them and reminded them that I am always happy to support them and everyone else on the team to do their best, and that's all this feedback entailed. They deescalated, thanked me, and got the job done."
You'll want to come across as emotionally mature and not regressing into the emotion of that conflict when reflecting upon it. You may think coming across as a strong figure could be beneficial, but true strength comes from within. So practice avoiding any defensive behavior, posturing, movements, or gestures that could be interpreted as insecure, closed-off, unapproachable, hostile, or disinterested. You want to come across as confident and relaxed.
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